Customer Service Representative

Customer Service Representative

Location: Austin, Texas

The Customer Service Representative I is a vital member of HID Global's North American Physical Access Control Solutions (PACS) division, based in Austin, TX. This role serves as the primary point of contact for customers, providing timely, professional support while ensuring a high-quality customer experience. The position requires close collaboration with Sales, Order Management, and other internal teams to resolve inquiries and support order fulfillment. The Customer Service Representative I plays an essential role in maintaining strong customer relationships and supporting business operations through accurate documentation and proactive problem-solving.

HID powers the trusted identities of the world's people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees.

HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions.

This is more than just a job – it's your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions. Are you ready to make a difference? Join us and help shape the future of security.

As our Customer Service Representative I, you'll support HID's success by:

• Serving as the primary point of contact for internal and external customers, providing prompt and effective support via phone and email.
• Accurately documenting customer interactions and order-related activities in company systems.
• Resolving customer inquiries and pre-booking holds to support timely and accurate order processing.
• Maintaining compliance with HID Global policies, procedures, and service standards.
• Collaborating with Regional Sales, Inside Sales, Order Management, and cross-functional partners to resolve customer orders and communicate updates clearly and professionally.
• Developing and maintaining a strong understanding of HID products, services, systems, and processes.
• Participating in ongoing training and professional development to enhance product knowledge and customer service effectiveness.
• Demonstrating a customer-centric mindset while managing multiple tasks with efficiency and attention to detail.

Your Experience and Background include:

• Minimum of two (2) years of customer service experience.
• High school diploma or equivalent.
• Fluency in English with strong verbal and written communication skills.
• Demonstrated ability to multitask, exercise sound judgment, and maintain attention to detail.
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint).
• Commitment to professional business etiquette and high standards of customer service.
• Associate or bachelor's degree in Business, Technology, or a related field is preferred.
• Experience with Salesforce, Oracle, or other CRM/order management systems is preferred.
• Prior experience supporting sales or operations teams in a fast-paced environment is preferred.

What we can offer you:

• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes. HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we consider all qualified applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic.